Cost of delivery
We will ship your order within 7 days of ordering and payment. The order will be sent to your home address, unless you have indicated a different address for the plants to be delivered to. There is a fixed amount of 7,96 GBP (€ 9,95 / 11,73 USD) delivery cost charge. Beyond this sum, any additional costs in delivery are not charged and on our account.
There is a low order fee for all orders below 20 GBP/30 USD/25 Euro. This is because we want to keep our overall delivery costs as low as possible.

Delivery service
We use PostNL for all our deliveries. PostNL uses local mail delivery companies abroad such as HDN/UPS.

Packaging
We package the plants carefully to make sure that they will be unharmed during transport. They will also be wrapped to protect against loss of moisture and soil to make sure they arrive in an optimal condition at your place. Upon delivery you should check the moisture contents of the plants which will normally be OK. One way to do this is by simply lifting the individual containers. If the container feels light the plant needs watering. You can put the container with plant in a bucket of water if it needs a thorough watering or simply water the soil around the plant. After watering you put the plant(s), without the container, in the designated spot in your garden.

Ordering procedure
Ordering at ClematisOnline is very easy, it only takes three steps.
1. Select the plants of your interest and put them in the shopping cart;
2. Proceed to check-out and fill out shipping address (NB: if you want the order delivered to a different address please make sure you supply this address);
3. Select payment option of your choice and confirm your order. We will sent you an email confirming your order.

Returning items and refund policy
Plants cannot be returned to us as they are liable to deteriorate rapidly. Other goods may be returned if they have not been used and (when possible) are still in the original packaging. The costs of returning such goods are paid by the customer. Also, prior to the actual returning, we need to be informed in writing (email or letter) about the items that are to be returned. Please include your full name and order number. If you have already paid for your order you also need to include your account number. This account number should be the account from which the payment to ClematisOnline was made. We will make the refund within 14 days.

Cooling-off period
If your order includes plants, which are liable to deteriorate rapidly, the usual cooling-off period that covers online buying does not apply. If you should change your mind about plants you ordered please inform us immediately. If your order does not involve plants or items that do not deteriorate you have 14 days to inform us and another 14 days to return the goods (see above: returning items and refund policy).

complaints procedure
Complaints about the products shall be submitted to ClematisOnline fully and clearly described within 7 days after the customer has discovered the defects.
The complaints submitted to us will be replied within a period of 14 days after the date of receipt. Should a complaint demand a foreseeable longer time for handling, we shall respond within 14 days with a notice of receipt and an indication when the customer can expect a more detailed reply.
A complaint about a product, a service or an after-sales service that ClematisOnline provided can also be submitted via a complaints form given at the website of Stichting Webshop Keurmerk www.keurmerk.info. The complaint will then be sent both to ClematisOnline and to Stichting Webshop Keurmerk.
If the complaint cannot be solved in joint consultation, there will be a dispute that is open to the dispute settlement rules (for further details, please see General Conditions).